Frequently Asked Questions
Find answers to our most commonly asked questions below.
Orders & Delivery
Browse products, add items to your cart, then proceed to checkout. You can pay securely via M-Pesa, Visa, Mastercard, or bank transfer. You will receive an order confirmation SMS and email immediately.
Once your order is dispatched you will receive a tracking SMS and email with a link. You can also log in to My Account → Orders to see live status updates at any time.
Nairobi CBD and suburbs: same day or next day. Mombasa, Kisumu, Nakuru, Eldoret and other major towns: 1–3 business days. Remote areas: 3–5 business days via courier. Delivery times may extend during public holidays.
Free delivery applies on orders above Ksh 2,000 to Nairobi and selected towns. Orders below that threshold incur a flat delivery fee shown at checkout based on your location.
Yes — but only within 2 hours of placing your order, before it is dispatched. Contact us immediately via WhatsApp or call our helpline with your order number and the new address.
Currently we deliver within Kenya only. International shipping is on our roadmap — subscribe to our newsletter to be notified when it launches.
Payments & M-Pesa
At checkout, select M-Pesa as your payment method and enter your Safaricom number. You will immediately receive an STK push (payment prompt) on your phone — enter your M-Pesa PIN to complete the payment. Confirmation is instant.
We accept: M-Pesa (Safaricom STK push), Visa and Mastercard debit/credit cards, and direct bank transfer. All payments are encrypted and processed securely.
Please wait up to 5 minutes for the payment to clear. If your order is still not confirmed after that, send us the M-Pesa transaction code (e.g. QGH1A2B3C) via WhatsApp or email and we will resolve it immediately.
No. We never store your card details on our servers. All card payments are processed directly through our PCI-compliant payment gateway. We only receive a confirmation of successful payment.
Cash on Delivery (COD) is available for select Nairobi locations on orders under Ksh 10,000. This option will appear at checkout if your location qualifies.
Returns & Refunds
We offer a 7-day return window from the date of delivery for all items in original, unused condition with intact original packaging and accessories. Items that are personalised, opened software, or hygiene products are excluded.
Log in to My Account → Orders, find the order, and click Request Return. Alternatively, contact us via WhatsApp with your order number. Our team will arrange collection at no cost for defective items.
Once we receive and inspect the returned item (1–3 business days), your refund is processed within 3–5 business days. M-Pesa refunds reflect the same day they are initiated; card refunds depend on your bank (typically 3–7 days).
We are very sorry to hear that. Take clear photos of the item and packaging, then contact us within 48 hours of delivery via WhatsApp with your order number and photos. We will arrange an urgent replacement or full refund at no cost to you.
Products & Warranty
Yes — 100% genuine. Every product we sell is sourced directly from authorised distributors and brand partners. We back this with our Genuine Item guarantee. If you ever suspect otherwise, contact us and we will verify on the spot.
All products include a 1-year manufacturer warranty covering defects in materials and workmanship under normal use. It does not cover: physical damage, water/liquid damage, unauthorised repairs, lost or stolen items, or consumable parts (batteries after 6 months, cables, earbuds).
Contact us via WhatsApp or email with your order number and a description of the defect. For Nairobi customers we offer free pick-up; upcountry customers can ship the item to us and we cover return shipping after repair or replacement.
Yes! On any out-of-stock product page, click the Notify Me button and enter your email or phone number. We will alert you by SMS and email the moment it is restocked.
Products sold on Dingia are Kenya-market versions that come with Type G plugs (the standard Kenyan 3-pin square plug) unless otherwise specified in the product description.
My Account
No — you can check out as a guest. However, creating a free account lets you track orders, save your address, view order history, manage your wishlist, and access exclusive member offers.
Click Forgot Password on the login page and enter your email address. You will receive a password reset link within a few minutes. Check your spam folder if you do not see it.
Log in to My Account → Account Details to update your name, email, password, and contact number at any time.
Send a deletion request to our support email with the subject line "Delete My Account" from the email address linked to your account. We will process the request within 7 business days. Note that active orders must be completed or cancelled first.
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